Technical Support Specialist

hace 4 semanas

Madrid, Madrid, España Institut Straumann A tiempo completo
About Straumann

Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration. Our company has a proud history of pioneering innovations and advancing dental regeneration, restoration, and replacement. We partner with passionate individuals who share our agile and dynamic company culture.

About the Role

We are seeking a 2nd Level Technical Support Specialist to join our global support team. As a key member of our team, you will provide expert technical assistance to internal and external customers, ensuring their satisfaction and helping them make the most of our digital solutions.

Key Responsibilities
  • Provide proactive and reactive support to customers regarding inquiries related to our digital solutions, including software and hardware workflow, usage, applications, and connected pieces of solutions.
  • Diagnose and correct malfunctions described by customers or support agents.
  • Follow up complex technical problems with level 3 support (incident escalation) by coordinating resolution with all stakeholders.
  • Identify and document interventions, ensuring data quality and keeping technical documentation up to date.
  • Troubleshoot issues, log, register, and document every interaction in the respective ticketing tool, ensuring attendance of Support KPIs, CSAT, and QMS procedures.
  • Provide technical assistance for partner products and collaborate with the beta tester team.
  • Assist development by testing products under development and providing hardware and software feedback.
  • Drive customer satisfaction through timely, thorough, and accurate responses.
  • Manage licenses, including renewals, invoices, and updates.
  • Validate manufacturers' implant libraries, supporting V&V (Verification & Validation) for compatibility testing and providing technical assistance to manufacturers.
Requirements
  • Bachelor's Degree in Computer Science, Information Technology, Engineering, Dental Technology, or a related field.

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